Technical Customer Support Representative

1 month ago


Palo Alto, United States Sail Internet Full time
Job DescriptionJob Description

The Technical Customer Support Representative provides concierge level, white glove support for our customers. S/he responds to incoming support and billing inquiries via phone and email to troubleshoot and resolve customer facing technical issues impacting their Sail Internet service within SLA’s.

Support is a key differentiator for Sail. The Technical Customer Support Representative is responsible for overall customer experience with our internet products and understands how critical it is when a customer’s internet is down and the importance of troubleshooting issues in a timely manner. The position works closely with other cross-functional departments like Sales, Operations, Engineering and Marketing. The person in the role will thrive with strong technical aptitude, having a sense of urgency, and ability to multi-task.

Our ideal Technical Customer Support Representative is patient and understands that every interaction with a customer is an opportunity to make a positive difference by providing an exceptional experience. They work well in a virtual team environment, is capable of handling multiple tasks at once, and adapts well to change and high-pressure deadlines. They must possess a high level of accuracy and attention to detail, a positive attitude, as well as stellar organizational and creative problem-solving skills.

Work Hours:  1 pm to 10 pm Wednesday through Sunday with 1-hour unpaid meal break.

Responsibilities and Duties

  • Monitor the Sail network for “hotspots” (volume of tickets from a particular area)
  • Compile data from customers/systems logs to locate the issue.
  • Watch ticket queue for related issues/events. 
  • Escalate more significant network infrastructure issues and provide data to the engineering team. 
  • Monitor UPS (Power outages) to ensure proactive resolution.
  • Assist Field Support Services (FSS) with issues that arise during service calls.
  • Look more in-depth with customer issues, work through escalated tickets (gather more specific data, and respond in a timely fashion).
  • Work closely with the engineering team and customer support to troubleshoot issues. 
  • Engage operations and schedule truck rolls/field visits when deemed necessary (CPE).

 Knowledge:

  • Technical Troubleshooting skills
  • Problem-solving skills
  • Resourceful
  • Good knowledge of radios/frequencies/routers and network switches.
  • A good understanding of IP addresses and packet routing.
  • Excellent understanding/use of networking tools:
    • ping 
    • Traceroutes
    • Speed test servers 

 Qualifications

  • Minimum 2 years of technical customer support
  • Strong technical aptitude
  • Billing experience preferred
  • Bilingual (Spanish and English) desired but not required
  • Effective customer communication skills
  • Demonstrated ability to quickly establish customer rapport
  • Strong ability to multi-task and thrive in a fast-paced environment
  • Excellent interpersonal skills and ability to work effectively with cross-functional teams
  • Self-motivated and takes initiative with little direction
  • Familiarity with various tools like Slack, Zendesk, Copper, etc
  • Knowledgeable about WISP
  • Eligibility to work in the United States

Benefits

Sail offers benefits including medical, dental, vision, life and 401k

 

Powered by JazzHR

pu7g9Nx5Lk



  • Palo Alto, United States Johnson Service Group Full time $26 - $30

    Job DescriptionJob DescriptionOverview: Johnson Service Group is seeking a Technical Customer Service Representative to provide top-tier support for Company customers. The ideal candidate excels in resolving escalated customer issues, particularly those related to wireless network infrastructure. This role is crucial in maintaining customer satisfaction by...


  • Palo Alto, United States Vehlo Full time

    Job Details Job Location Legal Address Rapid Recon - Palo Alto, CA Description About Vehlo We started Vehlo in 2019 with a simple goal: to be the industry’s favorite provider of repair shop technology. Across every part of the auto repair industry, Vehlo is igniting vehicle service success with software and financial solutions that unlock your potential....


  • Palo Alto, California, United States Optimize Telecom Full time

    Job DescriptionCompany OverviewOptimize Telecom is a leading provider of telecommunications services, dedicated to delivering exceptional customer experiences and innovative solutions. We are seeking a highly motivated and results-driven Telecommunications Sales Representative to join our team.Job SummaryWe are looking for a skilled sales professional to...


  • Palo Alto, California, United States Vasomedical Full time

    Position Overview:While relevant experience and qualifications are essential for this role, it is equally important to possess the necessary interpersonal skills before submitting your application.This role involves a customer-facing, post-sales Associate-level position within the Engineering Services Department. The Associate Solutions Engineer will assist...


  • Palo Alto, California, United States Vehlo Full time

    About VehloVehlo is a leading provider of repair shop technology, dedicated to empowering the auto repair industry with innovative software and financial solutions. Our mission is to simplify the customer journey from start to finish, making it easier for customers and more profitable for shops.Job SummaryWe are seeking a highly skilled Customer Support...


  • Palo Alto, United States Vantage Group Full time $43,000 - $53,000

    Job DescriptionJob DescriptionRather than being an all-service interactive marketing firm that doesn't have a specialty, we offer a dedicated suite of services done with exceptionally high standards. We focus on all industries in telecommunications, and our B2B Customer Service Representative team has enhanced knowledge of what works when representing a...


  • Palo Alto, California, United States Evergreen Subs Full time

    Job Summary: Evergreen Subs is seeking a highly motivated and customer-focused individual to join our team as an InShopper. As a key member of our restaurant team, you will be responsible for providing exceptional customer service, preparing high-quality sandwiches, and maintaining a clean and safe environment for our customers.Key Responsibilities:Customer...


  • Palo Alto, California, United States Government Employees Insurance Company Full time

    Customer Service Representative – Katy, TXSalary: $20.50 per hour / $41,307.50 annuallyWhen you grow, GEICO grows. And if you're the kind of person who likes to solve problems and help others when they need it, you could be a perfect fit to grow your career with GEICO. We're looking for Customer Service Representatives for our Katy, TX office. This role is...


  • Palo Alto, California, United States Online Technical Services Full time

    Job OverviewWe are seeking a highly skilled and experienced Medical Assistant to join our team at Online Technical Services.Key Responsibilities:Provide administrative and clinical support to healthcare professionals in a fast-paced medical office environment.Assist with patient care, including vital signs, medical histories, and medication...


  • Palo Alto, United States InterDent Service Corporation Full time

    At Gentle Dental, we value our teammate's smile as much as our patient's smile. Our vision is to provide exceptional, lifelong, integrated oral healthcare services. We enhance the quality of our patients' lives by providing accessible oral healthcare, which is paramount to overall health and wellbeing. We focus on a commitment to patient care, operational...


  • Palo Alto, United States PeopleReady Full time

    Job Description Customer Service Representative PeopleReady of Palo Alto, CA is now hiring Customer Service Representatives! Apply today and you could start as soon as tomorrow. As a PeopleReady associate you'll benefit from: The freedom to work where you want, when you want and as often as you want. Next-day pay* for many of our open positions. The ability...


  • Palo Alto, United States Gentle Dental Full time

    At Gentle Dental, we value our teammate’s smile as much as our patient’s smile.  Our vision is to provide exceptional, lifelong, integrated oral healthcare services. We enhance the quality of our patients’ lives by providing accessible oral healthcare, which is paramount to overall health and wellbeing.   We focus on a commitment to patient care,...


  • Palo Alto, United States InterDent Service Corporation Full time

    At Gentle Dental, we value our teammate's smile as much as our patient's smile. Our vision is to provide exceptional, lifelong, integrated oral healthcare services. We enhance the quality of our patients' lives by providing accessible oral healthcare, which is paramount to overall health and wellbeing. We focus on a commitment to patient care, operational...

  • Sales Representative

    3 months ago


    Palo Alto, United States Lawson Products Full time

    Excel at something great every day! We want you to succeed, and have fun doing it. And we give you the support and tools that you need to make that happen. From lead generation to technical specialists who help our sales representatives with product knowledge and getting into large accounts to help you grow and earn and more, we have the resources.You have...


  • Palo Alto, California, United States Amazon Full time

    About the RoleAmazon is a leading e-commerce company with a massive customer base and a vast array of products. Our search team is responsible for creating powerful and customer-focused search solutions and technologies.The Search Customer Experience team, within Amazon Search, is responsible for the customer-facing features, information, and look & feel of...


  • Palo Alto, California, United States Chicken Coup, LLC Full time

    Job SummaryAt Chicken Coup, LLC, we are seeking a highly motivated and customer-focused individual to join our team as a Cashier/Guest Services representative. This role is responsible for providing exceptional customer service, handling cash transactions, and maintaining a clean and welcoming environment for our guests.Key ResponsibilitiesCustomer Service:...

  • Technical Analyst

    3 weeks ago


    Palo Alto, United States Computacenter AG & Co. oHG Full time

    Technical Analyst-Security L2 Life on the team It’s an exciting opportunity for a technical role in Computacenter’s dynamic and rapidly expanding Security team. You will bring your IT experiences and deliver the quality of services to our customers across the globe and will help us to shape the team. You’ll get to work with some of the most talented...


  • Palo Alto, California, United States Burnett Search Full time

    Senior Manager or Director of Technical AccountingBurnett Search is representing a distinguished organization known for its exceptional workplace culture and a highly collaborative finance team. This is an excellent opportunity for professionals seeking a supportive environment.This role provides significant opportunities for advancement, flexibility, and...


  • Palo Alto, California, United States Skyline Innovations Full time

    About the RoleWe are seeking a skilled Technical Content Specialist to join our Product Management team at Skyline Innovations. As a key member of our team, you will be responsible for creating high-quality technical documentation that showcases our products in a user-oriented way.Key ResponsibilitiesDevelop and maintain technical documentation for our...


  • Palo Alto, California, United States Domino's Franchise Full time

    Job OpportunityWe are seeking a committed individual to become a part of our team in a vibrant work atmosphere. The perfect candidate will exhibit the following attributes:Exceptional customer support abilitiesCapability to thrive in demanding environmentsCollaborative team spiritProficient communication skills in EnglishWe prioritize teamwork and a...